Customer Experience Centre Executive

at Smart Applications International Uganda
Location Kampala, Uganda
Date Posted June 12, 2024
Category Management
Job Type Full-time
Currency UGX


Job Summary:
Smart Applications International (Uganda) Ltd has strategically diversified to providing a robust Healthcare Facility Information Management system in line with our purpose of creating a healthy society of people through easy, fast and secure access to healthcare services.

The role significantly impacts Smart's customer experience, requiring enthusiasm, dedication, and passion for Smart’s solutions, serving as an exemplary figure for customers and colleagues alike. The officer must meticulously handle daily duties, correspondence, and service-related issues, responding effectively to all.

Key Responsibilities and Accountabilities:
• Manage and resolve all customers inquiries effectively, professionally, and satisfactory in line with Smart’s brand
• To listen to all our stakeholders actively and empathetically as well as follow up customer enquiries on calls or emails where necessary.

• To humanize our customer experience and create memorable experiences

• To provide and maintain first line call resolution / support; reduce the number of calls transferred.
• To acquire knowledge relevant to the current job setting and relevant to the industry we are in.

• To actively maintain status updates and requests from customers and ensure follow-up till closure on all calls.

• To adequately provide customers with relevant product and service information.
• Identifying and escalation / communicating any system downtimes timely to all service providers.
• Maintain up-to-date customer and provider contacts for purposes of proper communication.

• To collect feedback on Smart system acceptance, service delivery, and assist in conducting CX center satisfaction surveys.
• Perform weekly calls to random service providers to ascertain the quality of service received from Smart to enhance brand experience.

• Manage and provide timely responses for the 24/7 live chat app for customer inquiries.
• To share a daily, weekly, and monthly call center analysis report.
• To identify and document all CX Centre problems by preparing a root cause analysis
• Record all calls received on the call Centre system for tracking purposes.
• Identify innovative processes/solutions and ensure implementation
• Offer exceptional brand experiences- for all our existing customers or prospects, across all touchpoints.
• Perform other support duties as may be assigned.

• Bachelor's degree in an ICT or Service-related field.

Skills, Knowledge, and Abilities
• Effective communication skills both oral and written
• A good understanding of numbers to support analysis
• Time keeping
• Negotiation skills
• Empathy and active listening skills
• Speed, Flexibility and Agility

Attitude and Behavior
The Centre has a high impact on Smart’s customers’ experience. The officer should be a champion whose enthusiasm, dedication, passion, and conviction to Smart and Smart’s solutions should be an example to both customers and other Smart officers.
The individual must be able to listen, maintain a very detailed list of daily duties including all problems and correspondence and follow up on all service-related issues and respond to all. Other required characteristics that the officer must possess and demonstrate: -
• Professionalism, honesty, and ethical service above board
• Confidence and high self esteem
• Analytical and inquisitive, with excellent attention to detail
• Empathy, welcoming, polite, cheerful, and understanding
• Self-Drive and work with speed, Reliable, flexible, and cooperative
• Knowledgeable and Smart
• Demeanor to please the customer

Applying Instructions

Interested candidates who meet the criteria above are encouraged to send their application letter and detailed CV to indicating the position on the subject line.

Smart Applications International Limited is committed to ensuring the security and protection of the personal information that we process, and to provide a compliant and consistent approach to data protection as per the Kenya data protection law of 2019.

By providing us with your data, you hereby agree to Smart’s collection, use and disclosure of your personal information in accordance with its Privacy Policy available at

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